臺灣博碩士論文加值系統

在服務業中，除了產品創新對顧客的影響之外，服務的創新也是極為重要的，因此本研究在服務業的整體研究架構上，除了服務創新對顧客滿意度的影響，另外還探討創新服務特性和創新準備度對顧客在服務創新和顧客滿意度間是否有調節效果。研究的產業選擇不同於傳統百貨業的誠品書店，以進去消費的顧客為抽樣研究的對象，總計的有效問卷為335份，利用結構關係模式驗證研究架構各構念間之關係，與迴歸分析驗證調節效果，經由資料統計分析所得出之假設驗證結果如下：
一、 新的顧客介面對顧客滿意度有正向影響
二、 新的傳遞系統對顧客滿意度有正向影響
三、 新的技術選項對顧客滿意度有正向影響
四、 顧客對新的技術選項與顧客滿意度的正向關係會受到創新服務特性的正向調節
五、 顧客對新的技術選項與顧客滿意度的正向關係會受到創新準備度的正向調節

n the service industry, not only innovative products but also innovative service affect consumer satisfaction . Therefore, this study in addition to service innovation affect consumer satisfaction, and whether innovation service characteristics and innovation readiness will positively moderate the positive relationship innovative service and consumer satisfaction. Using eslite in Taipei as an example, this study administrated a survey to consumers of these eslite and obtained total of 335 valid responses from them. The research model was tested using structural relation model, and the moderation effect of backstage visibility was assessed using regression analysis. Through statistical analysis, this study obtained the following conclusions:
1. New client interface have significantly positive effects on consumer satisfaction.
2. New service delivery have significantly positive effects on consumer satisfaction.
3. New technological options have significantly positive effects on consumer satisfaction.
4. Innovation service characteristics exist the positive moderating effects among customers between the new technological options and consumer satisfaction positive relationship.
5. Innovation service characteristics exist the positive moderating effects among customers between the new technological options and consumer satisfaction positive relationship.
6. Innovation readiness exist the positive moderating effects among customers between the new technological options and consumer satisfaction positive relationship.

致謝 I
中文摘要 II
Abstract III
圖目錄 VI
表目錄 VII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 服務創新 5
第二節 創新服務特性 16
第三節 創新準備度 23
第四節 顧客滿意度 29
第三章 研究方法 35
第一節 研究架構 35
第二節 研究假設 36
第三節 研究變數的操作型定義與衡量 40
第四節 研究設計 46
第五節 資料分析方法 47
第四章 資料分析與發現 53
第一節 敘述性統計分析 53
第二節 共同方法變異檢測 56
第三節 信度分析 59
第四節 效度分析 64
第五節 整體模式衡量方式 72
第六節 調節變項之分析 78
第五章 結論與建議 81
第一節 研究結論 81
第二節 管理意涵與研究貢獻 83
第三節 研究限制 85
第四節 後續研究建議 86
參考文獻 87
附錄:問卷 95

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